Do you ever deal with angry customers over the phone? It can be a difficult and frustrating challenge. Here’s a brief summary of tips and suggestions shared in my Customer Communication workshops. Hope they take away some of the pain in dealing with your customers.
- Tell the customer your name.
- Use the customer’s name periodically.
- Get as many details as possible.
- Carefully determine what the problem is.
- Take notes.
- Carefully validate the customer’s feelings.
- Repeat your understanding of the problem.
- Apologize when appropriate, then move to action.
- Give the customer assurance.
- Explain policies, but tell them “why”.
- Give the customer options, where possible.
- Tell them that you will do your best to help them.
- Help the customer clarify their expectations.
- Convey urgency when appropriate.
- Follow escalation procedures carefully, explaining your actions.
- Summarize action steps at the end of the conversation.
Remember two important concepts with every call:
- That’s my job calling.
- Treat those difficult customers like you would like to be treated yourself or, even better, how customers would like you to treat them!